Skills

Employment History:

Confidential

Microsoft Dynamics Database Manager / Business Analyst/Project Manager

Responsibilities:

• Responsible for the Administration Management of a Microsoft Dynamics CRM Database system used for membership management in the healthcare field, with over 13,000 members.
• Involved in the deployment of new SharePoint 2010 website with full integration with our Microsoft Dynamics CRM System, with responsibilities for all MS-Dynamics facing integration between Sharepoint. This included writing customer 'Advanced Finds' and configuring Sharepoint web parts to be integrated with MS-Dynamics.
• Organized and participated in daily agile scrums to guide the Sharepoint/ms-dynamics development project.
• Helped to ensure project delivery in specified timeframe, using methods such as agile burn-down charts to track progress of development work.
• Directly involved in prioritizing remaining tasks to be completed based on priority and level of effort, seeking to ensure that the highest priority tasks with the lowest level of effort were completed first and then working on other items based on their respective priorities/level of effort LOE .
• Responsible for creating survey monkey member surveys, compiling the results, and uploading the results into MS-Dynamics.
• Created hundreds of complex 'Advanced Find' internal queries in MS-Dynamics, using multiple entities, both for the Sharepoint website development integration and for ad-hocs queries created for staff.
• Devised customer models and sample scenarios used for web information architecture in site redesign.
• Created marketing lists on ad-hoc basis for staff as needed.
• Ability to troubleshoot and solve business technical problems independently.
• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Ability to proactively create Innovative solutions analytical solutions to business problems
• Modules managed included contacts, accounts, products, accounts receivable, and custom Protect modules used for membership management.
• Imported data into and exported data out of Microsoft Dynamics CRM system using the Dynamics Data Management tools,SQL coding, and MS-Access.
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Added custom fields and relationships to the MS Dynamics database
• Responsible for creation of and adherence to well-defined COTS CMS and custom software implementation processes.
• Used the MS Dynamics case module to create a system to track new business requriements and change requests, allowing for the ability to trace requirements all the way through development and delivery.
• Modified and created SSRS Reports using Microsoft SQL Server 2008 Business Development Studio.
• Added SSRS created reports to Microsoft Dynamics menus, allowing our users to run these reports.
• Modified and created SQL scripts using Microsoft 2008 SQL management studio.
• Handled database administration responsibilities including creation of user roles, adding users to roles, executing database backup scripts, resolving duplicate member login issues, and running scripts to clear out discrepancies in SharePoint.
• Heavily involved in system testing of over 200 custom Sharepoint WebParts integrated with MS-Dynamics CRM.
• Wrote training materials for training AHLA staff in using CRM and new website.
• Acted as liaison to the development team on Project requirements
• The job required strong analytical skills and adaptability
• Actively participated in Agile activities and processes
• Involved in defining business and data/system requirements
• Facilitated meetings with business and technology teams
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Provide Drupal site analysis, configuration, performance tuning and other related services to site owners.
• Facilitated communications effectively with both technical and non-technical audiences
• Analyzed business process documentation to determine system requirements
• Assisted with process development for the use in User Acceptance Testing
• Assisted with application testing functions as necessary
• Documentation experience for web specifications, business rules flow
• Performed technical analysis to assist in requirements clarification
• Conducted business and systems analysis
• Developed and confirmed requirements with business owners
• Delivered detailed sequence flow diagrams for business and technical processes and detailed system requirements.

Confidential

Senior Business Systems Analyst

Responsibilities:

• Managed project - including setting timelines and milestones, interacting with vendor, reporting on project status to business unit - and produced web information architecture deliverables for sub site rebranding project.
• During solution discovery and design phase led Solution Assessment and Fit/Gap Analysis, including advising the business unit on options, risks, and costs versus benefits of various solutions.
• Utilized User Stories in documenting requirements, Developed Data Flow Diagrams and Process Flow Diagrams. Conducted research to determine if solutions to business requirements currently exist within the business systems, and if not, whether new solutions are feasible.
• Provided input to buy vs. build decisions.
• Supported the Application Architect in understanding and assessing the fit and gaps between solution design and business requirements.
• Worked with developers during build to guide and answer business related questions.
• Worked with developers to prototype new applications and verify business requirements were met.
• Served as the lead analyst in requirements gathering and performing fit-gap analysis to determine current and future state requirements for a new air fare pricing analysis system under consideration by ATPCO, in consultation with United Airlines and their entire North American and International Pricing Analyst team, working from the ATPCO Dulles office and United Airlines' Chicago Headquarters.
• Ability to troubleshoot and solve business technical problems independently.
• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Ability to proactively create Innovative solutions analytical solutions to business problems
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Did gap analysis of the Sabre 'Airprice' COTS System being used by United Airlines pricing analysts to determine gaps between the Sabre Airprice capabilities and the future state requirements of pricing analysts.
• Provided managing operational support for COTS CMS to logistics operations development project.
• Documentation experience for web specifications, business rules flow.
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Served as primary business representative for related systems work. This work involved reverse engineering user usage of competitor software product to determine the required features that would be needed in the system to be developed system.
• Worked closely with all relevant teams to convey business requirements and articulate and document functional specifications.
• Represented the business users in analyzing and critiquing systems development proposals. This includes such concepts as database design, user interface, and system generated reports.

Confidential

Senior Business Systems Analyst

Responsibilities:

• Served dual role as Business Analyst and Project Manager, responsible for the oversight of an implementation of a Java based rules engine to prioritize between interactions between Group on sales staff and their client merchants prior to daily deals going live on the Group on website. This involved taking a data feed of SalesForce.com COTS System sales interactions.
• Oversaw the efforts of developers and testers and served as the primary liaison between the client and the development team. Implementation of agile methodology in development iterations.
• Managed project scope, project plan, and ensured that business requirements were traceable and were met by the system capabilities.
• Utilized User Stories in capturing client business requirements. Usage of Wireframes to depict the web pages as the system was developed.
• Requirements gathering, documentation and analysis, using JAD sessions and individual interviews to elicit requirements.
• Participated in software Quality control and testing.
• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Devised customer models and sample scenarios used for web information architecture in site redesign
• Developed user acceptance test plans detailing the test objectives, testing strategies, and expected results.
• Responsible for creation of and adherence to well-defined COTS CMS and custom software implementation processes.
• Documentation experience for web specifications, business rules flow.
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Determined their interdependence's and the level of testing effort, in order to prioritize the various test cases.
• Ability to troubleshoot and solve business technical problems independently.
• Ability to proactively create Innovative solutions analytical solutions to business problems
• Maintained clear documentation of the test results and analyses.
• Provided senior management with recommendations on go/no-go implementation decisions, based on well-documented test results. Involved in daily scrums with with product development and technical team.
• Developed project plan and managed the day-to-day specifics for implementation issues, risk, status reporting, budget, etc. .
• Worked with business stakeholders to elaborate business requirement details for translation into functional tasks for the development team.
• Partnered with the development team to clarify the business purpose and resolve ambiguities and maintain consistency of written requirements.

Confidential

Information Officer / Systems Analyst

Responsibilities:

• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Managed project - including setting timelines and milestones, interacting with vendor, reporting on project status to business unit - and produced web information architecture deliverables for sub site rebranding project.
• Led project to convert their legacy MS-Access based project tracking and financial system to SQL Server/Java based system of a project Grants and Financial Management system. Project involved documenting the functionality from the legacy system that would be required in the system plus working with key team members and subject matter experts to incorporate new feature functionality based on their future state system 'wish list'.
• Created development prioritization matrices which allowed for scheduling development efforts according to priority and effort.
• Conducted kickoff and JAD sessions in early discovery phase of the project, technical project leadership, serving as scrum leader using the Agile methodology approach with extensive use of burn-down charts to track individual sprint status and overall project progress.
• Involved in working with SME's to execute business process improvement.
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Utilized business process flow diagrams using Visio to document all of the organizations business process scenarios.
• Provided managing operational support for COTS CMS to logistics operations development project.
• Participated in JAD sessions with the customer, producing requirements documentation, as-is and to-be workflow diagrams, and fit-gap matrix.
• Worked with SQL-Server relational database and MS-Access relational databases, creating complex queries and data upload routines.
• Created Requirements Traceability Matrix to trace all requirements throughout the development cycle.
• Wrote all business requirements, heavily utilizing User Stories to do so.
• Ability to troubleshoot and solve business technical problems independently.
• Ability to proactively create Innovative solutions analytical solutions to business problems
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Wrote application design document blueprint, and oversaw team of 8 developers in an offshore development model.
• Managed the ongoing Change Request and product backlog procedures, using sprints for rapid development and deployment of new system features.
• Fully involved in all facets of testing, from unit testing to system testing to UAT Testing.
• Created the Database Design for the system, wrote specifications for User Interface with high levels of sophistication and over 50 screens within the system.
• Orchestrated and Oversaw Unit, System testing, and User Acceptance Testing.

Confidential

MS-Access Database Developer / Systems Analyst

Responsibilities:

• Developed a Microsoft Access RDBMS for the company, including UI Interface design, forms, macros, basic coding, and customer reports and dashboards.
• Conducted data analysis of customer database and history to identify potential areas to market new business lines to the customers.
• Created data models using Access. Developed MS-Access database to capture all customer and employee information.
• Created multiple reports in Access keeping track of accounts receivable, allowing me to analyze A/R data to do billing reports and invoicing of customers.
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Provide Drupal site analysis, configuration, performance tuning and other related services to site owners.
• Created service matrix's to determine areas where the existing customer base already had service and areas where they did not, allowing us to market targeted services of interest to our customer base.
• Responsible for creation of and adherence to well-defined COTS CMS and custom software implementation processes.
• Ability to troubleshoot and solve business technical problems independently.
• Ability to proactively create Innovative solutions analytical solutions to business problems
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Documentation experience for web specifications, business rules flow.
• Devised customer models and sample scenarios used for web information architecture in site redesign.
• Worked with key company clients and the business to elicit the core requirements for the company's website.
• Created module to do scheduling of services, allowing me to analyze schedule imbalances and fix scheduling errors.
• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Created reports to track and analyze all company expenditures, allowing me to analyze where we the company was spending money over budget.
• Created module for Employee payroll, with reports that printed pay stubs and tracked tax and income data.
• Developed multiple customer modules including:
• Employee payroll, customer module, work scheduling system, invoicing, accounts receivable, service agreements, marketing literature requests, miscellaneous company reporting.

Confidential

Senior CRM Business Systems Analyst

Responsibilities:

• Ability to proactively create Innovative solutions analytical solutions to business problems
• Ability to troubleshoot and solve business technical problems independently.
• Provided managing operational support for COTS CMS to logistics operations development project.
• Involved in SDLC from Business Requirements Analysis to Development, Testing, data interfaces, QA Deployment, Documentation and Support.
• Created Requirements matrixes for tracking the history of the requirements throughout the SD LC, from the originator of the requirement on through to development, allowing doing data analysis of time estimates and requirement prioritization.
• Set up User-Role based security in an Enterprise environment, or 'role-mining'.
• Facilitated requirements sessions and documenting and analyze business technical processes for websites and requirements.
• Involved in all facets of testing, from unit testing to system testing to UAT Testing.
• Created Requirements Traceability Matrix to trace all requirements throughout the development cycle.
• Worked with SQL-Server relational database and MS-Access relational databases, creating complex queries and data upload routines.
• Participated in JAD sessions with the customer, producing requirements documentation, as-is and to-be workflow diagrams, and fit-gap matrix.
• Managed project - including setting timelines and milestones, interacting with vendor, reporting on project status to business unit - and produced web information architecture deliverables for sub site rebranding project.
• Responsible for design, development, testing, implementation and analysis of enterprise CMS processes and write user manuals for non-technical users.
• Added fields and tables to existing data model using the off the shelf system.
• Implemented Amdocs Clarify CRM for both the travel department the branch services department.
• Involved scoping, requirements elicitation and analysis, design documentation, facilitation of Joint Application Design JAD Sessions sessions, business UML Use Case diagrams, business process engineering, and working with the development team to ensure the proper implementation of business requirements.
• Designed custom order entry module within the clarify system.

Confidential

Senior CRM Consultant / Project Manager

• Assigned to multiple projects in multiple roles while at Eagle Creek Software Services. Certified in both Siebel CRM and Amdocs Clarify CRM:
• Project Manager - Mead Johnson
• Responsible for project planning, budgeting, requirements documentation, fit-gap Analysis, design documentation, management of development , UAT oversight, conducting training, oversight of 'go-live' of Clarify. Created matrix es for tracking different types of customer interactions within the call center, allowing for analysis of call types, call duration, one-and-done resolution 's, high priority interaction percentages.

Project Manager

Served as Project Manager, responsible for overall implementation, bringing the project in within budget on fixed-bid, managing a project team of twelve people directly indirectly. Wrote managed project plan. Wrote detailed requirements documentation, UML Use Case diagrams, gap analysis, design documentation. Wrote technical specifications data mapping documentation

Technical Team Lead

Worked to reverse engineer a prior incorrect implementation of Clarify CRM. Required stripping out customizations where there was already existing functionality in base Clarify system. Wrote detailed functional and technical design documentation. Managed team of four developers, setup the development environment policies, including implementation of unit testing, change management, bug tracking procedures.

Senior Business Analyst

• Wrote detailed requirements documents, Use Case diagrams, gap analysis, design document including technical specifications for customizations, configurations, business rules, reports, data loads interfaces.
• Responsible for creation of and adherence to well-defined COTS CMS and custom software implementation processes.

Senior Business Analyst Qualcomm

Oversaw implementation of Amdocs Clarify CRM Call Center Help Desk with integration to Interactive Intelligence IVR system for real time handling of email, chat, and telephony customer interactions.

Confidential

Solutions Architect/Project Manager

TheBigFNI.com, a web-based eCommerce financial services company for consumer credit cards, home loans, auto loans and auto insurance, was implementing the Amdocs Clarify CRM/Call Center ClearSupport and ClearCallCenter Modules, and integrating them with Interactive Intelligence's EIC multi-channel integration system to handle incoming telephone calls, Webchat, E-Mail Interactions and Voice-Mail Interactions IVR for their E-Commerce site to give a single touch point perspective on all customer interactions.

Responsibilities:

• Facilitated meetings JAD sessions to gather and understand the customers business requirements for both the Clarify and EIC systems, and to understand the functional requirements needed for the interaction between EIC and Clarify.
• Developed To-Be UML Use Case / Business Process Flow diagrams.
• Wrote technical specifications for Customizations, Configuration and interfaces for Amdocs Clarify CRM/Call Center and EIC.
• Provided managing operational support for COTS CMS to logistics operations development project.
• Led the development team in the integration and implementation of Amdocs Clarify CRM/Call Center and EIC.
• Made customizations, configurations, and wrote business rules to/for the Clarify system and wrote scripts for EIC.

Confidential

Project Manager

Responsibilities:

• Managed project plan.
• Tasked with gathering business requirements.
• Created Business Process Flow diagrams to document as-is and to-be business process flows.
• Wrote technical requirements in the form of a technical design document for customizations and configurations.
• System went live in just two months time.
• Developed and managed system testing environment and procedures for the testing and development teams.
• Oversaw team of 6 developers and technical personnel.
• Wrote technical specifications for interface between Clarify and the company's in-house provisioning system.

Confidential

CRM Systems Integration Consultant

Responsibilities:

• Assignments while employed by eLoyalty:
• Technical Lead, En Pointe Technologies
• En Pointe, a value added reseller VAR and provider of support services for computer products and parts, was part of a team that implemented Amdocs Clarify CRM to track customer service calls, schedule Field Engineer site visits and track parts.
• Wrote custom code using Clear Basic and made GUI edits.
• Transitioned into Technical Lead position midway through the project and led the efforts of other developers in their programming and integration efforts.
• Made customized edits to the data model using the Data Dictionary editor.
• Wrote custom reports using Actuate reports and MS-Access. These reports were designed to allow key En Pointe employees the ability to analyze various company metrics, including part movement, part replenishment, tracking of case escalations, and tracking cases which requirement ordering new parts.

Confidential

• In charge of system testing the implementation of Amdocs Clarify CRM Support Sales modules .
• Responsible for ensuring quality assurance of application customizations, configurations and functionality. Utilized Rational tools for testing.
• Systems Integration Consultant, MacAfee Support Magic system
• Performed dozens of implementations of the Support Magic Helpdesk and Inventory Management System for clients across the USA. Each 'Quick Start' implementation involved the following:
• Installed the database software Oracle or SQL Server on the customer's server. Installed the Support Magic system on the customer's server. Established client/server connectivity between the server and multiple clients PCs. Worked with key company stakeholders to understand their business requirements and integrate those requirements into the Support Magic system. Completed data mapping, data normalization and data uploads frfom legacy systems to the Support Magic system. Made changes to the data structure as needed. Made customized UI edits to the system.
• Clients worked at during this time included Mead Paper, Hekimian Laboratories, Verizon Wireless formerly Bell Atlantic , George Mason University, University of Minnesota, Remedy Staffing, United States Coast Guard, and Blue Cross Blue Shield of Rhode Island.

Confidential

Data Analyst

Responsibilities:

• Responsible for maintaining the instructor and recruiting database, a Microsoft Access database, including making changes to the data schema, form changes, and writing macros.
• Was in charge of creating statistical means of rating instructor performance relative to the performance of other instructors, the results of which were used for instructor raises, bonuses, course assignments, and instructor retention and promotion.
• Responsible for front-line vetting of instructor resumes reviewing their qualifications to teach courses for Learning Tree, which were forwarded on to senior management for further review.